The Response Group Service routes and queues incoming calls to one or more designated individuals, who are called agents, according to rules that you specify by creating and configuring a workflow. A workflow defines the experience of the caller from the time the Response Group Service answers the call to the time an agent accepts the call.
The workflow routes the call to a specified group of agents. The Response Group Service rings the list of available agents in a sequence that you specify until an agent answers. If no agent is available immediately, the workflow places the call in a queue.